We aim to address your complaint within 24 hours and will confirm our actions in writing to you.

If the issue cannot be resolved within this time scale, we will begin by acknowledging your communication and promise to keep you informed as to the progress of our investigation. We will contact you if we require any further information to resolve the issue.

If we are unable to resolve your complaint internally to your satisfaction, you may refer it to the Financial Ombudsman Service within six months from the date of our decision letter to you. You can do this in writing at Exchange Tower, London, E14 9SR, by calling 0800 0234 567 / 0300 123 9123 or emailing complaint.info@financial-ombudsman.org.uk. More information is available at www.financial-ombudsman.org.uk.

Alternatively, you can contact the Finance & Leasing Association. Its scheme is based on conciliation and further information can be found on its website www.fla.org.uk